Toyota Santa Monica

I own a Matrix and a Prius. I live 6 blocks away on 11th St. However, I don't take my cars to be serviced here and I am going to tell you why. This morning I took the Matrix ( just for convenience) for a b St. However, I don't take my cars to be serviced here and I am going to tell you why. This morning I took the Matrix ( just for convenience) for a basic service. I arrived at 7:30 am and I was attended quite fast, there were just few cars in the lot. After the paper work I was asked when do you want your car back, I answered how about after Lunch. I was told @ 2PM will be ready. Fine. At 12 PM I called to see if the car was ready, the person on service told me he would have my service rep to call me right back and advise. At 1 PM no call, at 2 PM still no call, I walked to the lot and the car was not ready, the service person came back to tell me " By the way, you need to have work in your brakes", and I answered you are telling me now? When do you suggest to do that? He said - now. My response, let me see it took you 6 hrs to do a basic routine service, because "you were too busy" right? So, how long it will take you to do the brakes now, couple days at least? I can't afford to be without a car for 3 days. I think I will take it somewhere else where they really understands customer needs. Maybe Toyota Miller, a little bit further away but more expeditious. The whole thing comes down to few questions; Is management aware of the poor follow up? Is that a "customer service" you want to provide? Two cars not generating revenues, a word of mouth on the neighborhood about low level of skills on customer service. That's costly. If you feel like apologizing in your response, save it. The best apology is to do something about it, unless you are happy with the results in general. Until next year, hopefully by then service will have improved some, although I doubt it. Sincerely, Your neighbor. More

Hollie in an exemplary employee (service advisor), she is very courteous, professional, knowledgeable, conscientious, efficient, polite and sincere. She does not try to be a know it all, if she does not kno very courteous, professional, knowledgeable, conscientious, efficient, polite and sincere. She does not try to be a know it all, if she does not know the answer to your question or problem she immediately gets it for you. I am from the South so I know when an employee genuinely care about a customer and his her job, I can say without a doubt that Hollie does. It is always a pleasure to work with her. Sincerely, Anthony Rogers, Business Consultant and Professional & Personal Life Coach More

Carlos was very helpful. Very kind and very professional! He delivered my new car to me the night before Thanksgiving in the middle of the rain when it was most convienient for me ... I really appreciated hi He delivered my new car to me the night before Thanksgiving in the middle of the rain when it was most convienient for me ... I really appreciated him!! My communication with him after the sale and delivey has been very helpful as I am learning how to use all the great bells and whistles my new Rav 4 has to offer! I love my car. The staff at Toyota of Santa Monica have been very helpful. I have had a Toyota for the last 21 years and Toyota of Santa Monica has been my dealer .. my service place for well over 12 years now. More

Our experience leasing two Prius's three years ago was fantastic. We got kind, patient and thorough service from Mark Ashtini. Our lease expired recently and Tony Doyle handled the return process. It w fantastic. We got kind, patient and thorough service from Mark Ashtini. Our lease expired recently and Tony Doyle handled the return process. It was easy to make and get an appointment with him. He was super efficient; he knows his stuff and we actually had a few laughs during that sort of odd time when returning a leased auto! Both my husband and I do not hesitate to recommend Santa Monica Toyota, and Tony and Mark in particular for sales! More

Tony Doyle was terrific and informative, extremely personable, we would recommend anyone to see him. He had a vast knowledge of the Prius and helped us immensely. And Eric Howard gave us a fantastic personable, we would recommend anyone to see him. He had a vast knowledge of the Prius and helped us immensely. And Eric Howard gave us a fantastic test drive. More

Hollie was great! I will definitely come back to this Toyota dealership just because of her. This was the first car service appointment where I felt that I was actually cared for by an employee. Thank yo Toyota dealership just because of her. This was the first car service appointment where I felt that I was actually cared for by an employee. Thank you Hollie! You are the best. More

TERRIBLE!!! My wife and I were shopping for a used car in the beginning and we found one online in this dealership. When we went there, they told us they just SOLD it that morning and they didn't have any mo the beginning and we found one online in this dealership. When we went there, they told us they just SOLD it that morning and they didn't have any more used cars with the features we want. Then, they started selling us their new cars. The most expensive Prius Plug-in!!! A car can only go 10mile on electric, which means basically you need to charge your car every 6min on highway. Anyway, we tested drive it, but 80% of the answers I got from the sale person were "I don't know". Their sale people have NO TRAINING AT ALL!!! After that, we decided not to buying that car, they started to sell us another one a little cheaper within our budget. We saw the car and my wife liked it. So we decided to not wasting our time on another dealer and buy the car we just saw. However, when we went back to pick up the car the next day, they gave us ANOTHER CAR. Based on what the Manager, Andy, said, this car is EXACTLY the SAME as the one we saw. The one we saw having a light misty grey interior color, but the one they gave us having a dark grey instead. Is he color-blind!!!? When we told them that's not the car we want, they told us the car we saw the day before was SOLD!!! AGAIN, THEY SOLD THE CAR YOU WANT BEFORE YOU CAN GET IT!!! A car which is still on their showroom without any SOLD tag is SOLD!!! And the manager said if we insisted, he can get another car for that customer who bought our car. I asked him couple times is that true, he said "YES!!" So he's going to break the contract with another customer in order to give us the car. What a powerful manager without taking all the lawful consequence. Or the car actually was NOT SOLD, Andy is just a LIAR and CHEATER!!! He just wanted to get more money from our pocket!!! Plus, he threatened us to spend two more hours to sign all the paperwork and document again if we wanted the car we liked. Otherwise, we should take the car they gave us!!! He finally gave us the car we want, but we need to pay him more money because the car is DIFFERENT from the car they gave us before. NEVER, NEVER, NEVER GO TO THIS DEALER AGAIN!!! More

Although I felt ripped off paying over 1,000 just to replace a starter motor, I can deal with that because I am a Toyota owner and the word is you pay more, off course, but what really pissed me off was replace a starter motor, I can deal with that because I am a Toyota owner and the word is you pay more, off course, but what really pissed me off was that Mark said the lender car was free, but of course when the bill came, I was charged 30 dollars or more. Won't go there again and will warn my friends. So, there you go. More

Joanna Morgan provided every time I had the pleasure dealing with her an excellent, courteous, high quality service from drop-off to pick up of my vehicle. A truly joyful experience! Thank you. dealing with her an excellent, courteous, high quality service from drop-off to pick up of my vehicle. A truly joyful experience! Thank you. More

Guillermo was fantastic! From the moment I pulled up he was friendly and helpful. He took care of my 4Runner and helped me understand how to prevent the problem in the future. Thank you! was friendly and helpful. He took care of my 4Runner and helped me understand how to prevent the problem in the future. Thank you! More